Telus Digital
Strategy & Product Owner Conversational AI (Non-Technical)
Remote, Ontario
Sponsorship not specifiedDetected 9 days ago
Agentic AIUX ResearchProduct ManagementProduct StrategyProject ManagementProcess ImprovementCustomer SuccessCustomer SupportResearchLeadershipCollaboration
About the role
- Strategy & Product Owner Conversational AI Agents
- We value agility, curiosity, and innovation, and we love having fun while solving challenges!
- If that sounds exciting, you might be the perfect addition to our team!
Responsibilities
- You'll design and evolve our strategy, define our feature roadmap, and set our priorities to achieve our business goals.
- This is a senior-level individual contributor role that will report to the Manager of Customer Experience Design and Platforms.
- Welcome to TELUS Digital https://www.telusdigital.com/ - where innovation drives impact at a global scale.
- As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
- Develop robust business cases grounded in customer research, user-centric service design methodologies, and analytics to guide investment decisions and product roadmap prioritization.
- Conduct in-depth customer research activities using user-centric service design methodologies to uncover insights that inform product strategy, business requirements, and competitive differentiation for conversational AI solutions.
- We're Customer Experience Design & Platforms, a customer-oriented and product-minded team who's shaping the future of TELUS' best-in-class customer experience.
- We design end-to-end customer journeys that maximize both customer satisfaction and business outcomes through the right combination of our AI-powered technology platforms and the human touch.
Requirements
- Demonstrated experience with voice and chat conversational AI platforms, preferably with Google Gemini Enterprise for Customer Experience (GECx), Google Dialogflow CX, or comparable enterprise AI solutions.
- Certification in Google Gemini Enterprise for Customer Experience (GECx), Google Dialogflow CX, or comparable enterprise AI solutions.
- Familiarity with the Canadian telecommunications, entertainment and technology market.
- Knowledge of French.
- While this is a non-technical role, knowledge of the Google CX platforms is required and technical skills are welcome.
- Proven ability to develop and execute product strategies, manage complex product roadmaps, and translate business vision into actionable product initiatives, preferably in a matrix organization.
- Strong analytical skills with experience leveraging customer data, market research, and business metrics to inform strategic decisions, validate assumptions, and build compelling business cases.
- Hands-on experience conducting customer discovery, user research, and applying user-centric service design methodologies to uncover insights and drive product innovation.
- Demonstrated ability to collaborate effectively with engineering, product, design, and business teams, influence without direct authority, and navigate complex organizational dynamics to drive alignment and execution.
- Great-to-haves
- Certification in project management and/or change management (e.g. PMP, Six Sigma, Agile PMI-ACP, AgilePM, CSM, Prosci, CCMP).
- Don't have everything we listed above? Don't let that dissuade you! Attitude, motivation, and a willingness to collaborate are the most important things we are looking for. So if you think you have what it takes, please apply!
Benefits
- Then you'll collaborate with our architects and developers to bring that vision to life through continuous iterations.
Company info
- Welcome to TELUS Digital https://www.telusdigital.com/ - where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
- With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across various service offerings: Web, Mobile & Digital Marketing | Enterprise AI | Customer Care AI & Technology | Enterprise Technology Modernization
- From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are - all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.
- Collectively, we'll transform highly complex technology into exceptional experiences for our customers and team members.
- With a global team across North America, South America, Central America, Europe,
Equal opportunity
- At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.
- We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.
- At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.
- All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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